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The October Great Golem Sale has our customer service and warehouse overwhelmed. Both departments are working as quickly as we can, but there is a ton of requests and orders to get through. Even going full tilt, this is going to take a bit to get through. I will, as I am able, try to keep you folks posted on where we are at with the sale.
To try to offer a little perspective, Customer Service currently has two people able to answer phones, one in training and me. In addition to phones and messageboards, we also have about 1550 emails in our inbox. I am still in the process of hiring another individual.
There are still orders pending from the beginning of October. The warehouse is going as fast as they can and while we are over our estimates for shipping times, the long shipping time alone is not yet an indication that something is wrong with your order. I'm going to try to do what I did last year and keep y'all updated on when we are all clear for specific order submission dates.
*If you have an issue with an order, please create a new thread in the customer service forum, shoot us an email or give us a call.*
Thank you in advance for your patience.

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After some trial and error for running a search on pending orders, there are about 130 orders left from October 1st that are ready to go but have not yet entered the shipping queue. I'm going through and knocking those loose and asking the warehouse to prioritize those. I will update again when these have all shipped.

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95 orders left from October 1st, all are now in the shipping queue and I've asked the warehouse to prioritize those. I do not know what their time frame is because some of these orders are very large and some a just 1 item (or 1 item x36). This does not include orders whose payment methods may have failed or that are being held up by issues with inventory, etc.

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Customer Service is at 1486 emails.
8 orders are left from October 1st that were ready to go (no inventory or payment method issues) appear to have all been shipped. If you placed an order on October 1st (PST) and it is still pending, please check your order history https://secure.paizo.com/paizo/account/orders to check for issues you may be able to fix before contacting customer service.
I'll be moving on to helping make sure the orders from the 2nd are prioritized, hopefully this afternoon.

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Customer Service is at 1223 emails.
29 orders are left from October 1st - 2nd that are ready to go (no inventory or current payment method issues) appear to have all been shipped. If you placed an order on October 1st - 2nd (PST) and it is still pending, please check your order history https://secure.paizo.com/paizo/account/orders to check for issues you may be able to fix before contacting customer service.
I'll be moving on to helping make sure the orders from the 3rd are prioritized.

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1054 in customer service emails.
I was just able to run our report that cancels items we know are out of stock but have orders pending. This knocked loose a bunch of orders that were still pending from early on in the sale.
The good news? Even kicking out orders that had been held for those items, there are now just 98 orders that are now ready to go between Oct 1st and Oct 10th. Progress!

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Our warehouse has been working on sale orders concurrently with subscriptions and we are now up to October 15th. If your order was place on or before October 15th and you do not know why it has not shipped, please let us know so we can investigate. Please make sure you check your order history before contacting Paizo's customer service to make sure its not an issue (like a payment method failure) that can be resolved on your end.
Customer Service is currently at 1043 in our inbox.
The warehouse has printed packing slips up through October 20th and are working their way through those along side November subscription orders. We have added several part time employees to assist with shipping and Lisa (Paizo's CEO) and Jeff Alvarez (Paizo's COO) are both frequently hopping down to the warehouse to get packages out as quickly as possible. Portions of the warehouse crew and customer service have also been putting in overtime hours.
I would also like to say thank you to the Tech Team, who were able to squeeze into their incredibly busy release schedule, adding a feature for the warehouse to target orders from specific dates instead of Will and myself manually printing out these old orders. It has significantly sped up the process of dealing with these older orders that are still pending.

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If your order was placed before October 20th and you do not know why it has not shipped, please let us know so we can investigate. Please make sure you check your order history before contacting Paizo's customer service to make sure its not an issue (like a payment method failure) that can be resolved on your end.
Customer service is at 995 emails in our inbox.

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If your order was placed before October 25th and you do not know why it has not shipped, please let us know so we can investigate. Please make sure you check your order history before contacting Paizo's customer service to make sure its not an issue (like a payment method failure) that can be resolved on your end.
Customer service is at 915 emails in our inbox.

Chris Lambertz Paizo Glitterati Robot |

The Customer Service team has requested this update be posted since Sara is currently out of the office, so here's where they're at:
The warehouse finished orders placed on the 29th yesterday, and has been working on orders from the 30th today.
If your order was placed before on or before October 29th and you do not know why it has not shipped, please let us know so we can investigate. Please check your order history before contacting Paizo's customer service to make sure its not an issue (like a payment method failure) that can be resolved on your end.

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I'm currently running a report that goes through and checks for failed payment methods to remind customers they have a pending order waiting and also cancels orders that are passed the "will be cancelled after..." date. As soon as the order is cancelled it frees up inventory for waiting orders so if you have an order cancelled but still wish to receive it, you will need to contact us immediately with updated payment information.

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I think we have shipped all orders from the sale that we could. If your Great Golem Sale (up through November 2nd) order has not yet shipped and you do not know why it has not shipped, please let us know so we can investigate. Please check your order history before contacting Paizo's customer service to make sure its not an issue (like a payment method failure) that can be resolved on your end.
Customer Service emails are at 850.

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If your order placed before Nov 3rd has not yet shipped and you do not know why it has not shipped, please let us know so we can investigate. Please check your order history before contacting Paizo's customer service to make sure its not an issue (like a payment method failure) that can be resolved on your end.
Customer Service emails are at 950.

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The warehouse is almost caught up on November orders. If you have placed an order in November and you do not know why it has not shipped, please let us know so we can investigate. Please check your order history before contacting Paizo's customer service to make sure its not an issue (like a payment method failure) that can be resolved on your end.